Why it matters
Link tracking affects how links appear in messages, how clicks are recorded, and how analytics and automations work. If something is misconfigured, your links may not shorten, tracked clicks may not appear, or the wrong domain may be used. This guide helps you identify the issue and take the next step.
Key Concepts
Tracked link: A link Whippy replaces with a shortened, trackable version before sending it to a contact.
Link domain: The domain used in the shortened tracked link. This can be a Whippy domain or your own custom domain.
Links configuration: The domain setup required for a custom domain to be used for link tracking. A domain configured only for email cannot be used for tracked links.
Metadata: Extra click information Whippy can collect, such as country, city, and device type.
Shareable link: A tracked link created in Link Settings that can be used outside Whippy.
Step-by-Step: Troubleshoot Link Tracking
Confirm that Link Tracking is enabled at the organization level.
Check whether link tracking is disabled at the channel, campaign, or sequence level.
Send a test message with a link and confirm the contact receives a shortened tracked link.
Review which domain is selected for link tracking.
Confirm the selected custom domain is configured for Links, not just Emails.
Open the relevant conversation, campaign, sequence, or tracked link analytics view.
Check whether clicks are appearing after the test click.
If using a shareable link, test it both inside and outside Whippy.
If using social preview cards, test the link in the target platform.
Recheck your setup and resend the message after making changes.
Common Issues and Fixes
Links are not shortening
If the contact receives the original URL instead of a tracked version, link tracking may be disabled.
Check:
Organization-level link tracking settings
Channel settings
Campaign or sequence settings
If tracking is turned off at any relevant level, enable it and send the message again.
Clicks are not appearing
If the contact clicks a link but no click is recorded, Whippy may not have replaced the original link with a tracked version.
Check:
That the message used a tracked link
That link tracking was enabled before the message was sent
The correct analytics view for that message, campaign, sequence, or tracked link
Then send a new test message and click the link again.
The wrong domain is being used
If a Whippy domain appears instead of your branded domain, the selected domain may not be configured correctly or another default may still be active.
Check:
The organization default domain for link tracking
Any campaign- or sequence-level override
Whether the selected domain is active and configured for Links
Custom domain is not working for links
A domain must be specifically configured for Links before it can be used for tracked links.
If the domain was only set up for Emails, it may appear in some places but will not work properly for link tracking.
Domain is configured for email but not links
Email setup and link setup are separate.
A domain that works for custom email sending is not automatically ready for tracked links. Update the domain configuration and enable Links before using it for link tracking.
Social preview is not loading
Social preview cards depend on the platform where the link is shared. Some platforms support them fully, some only partially, and some may cache older preview data.
If a preview does not load:
Confirm the preview title, description, and image are configured
Test the link in another supported platform
Try a new link if the platform may be caching an older version
Analytics are not showing the expected location
Location data is approximate. It may vary if the contact is using a VPN, a corporate network, or another routed connection.
Treat country, city, and device data as directional rather than exact.
Shareable links behave differently inside Whippy
A shareable link is designed to be used outside Whippy. If you send it inside Whippy, the platform may still replace it with a new tracked link tied to that specific message or conversation.
This is expected behavior.
Tips and Best Practices
Enable link tracking before sending live messages, campaigns, or sequences
Use a custom domain only after confirming it is configured for Links
Treat location metadata as helpful context, not exact location data
Test shareable links both inside and outside Whippy if you plan to use them in both places
Test social preview cards in the actual platform where the link will be shared
Troubleshooting
Issue | Possible Cause | Fix |
Link is not shortened | Link tracking is disabled | Enable link tracking at the relevant level and resend the message |
Clicks are not recorded | The original link was sent without tracking | Confirm Whippy replaced the link and send a new test message |
Wrong domain appears in the link | Default or override domain is different from the intended one | Review organization, campaign, or sequence domain settings |
Custom domain does not work for tracked links | Domain is not configured for Links | Update the domain and enable Links |
Domain works for email but not for links | Domain was only configured for Emails | Edit the domain setup and add Links |
Social preview card does not appear | Platform limitation or cached preview data | Test on another platform or generate a new link |
Location data looks wrong | VPN or routed network is affecting metadata | Treat the data as approximate |
Shareable link changes when sent in Whippy | Whippy replaces links inside messages with tracked conversation-specific links | This is expected behavior |